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I was greeted by a lovely lady at the front desk ... and her nameplate immediately caught my attention:
"Director of First Impressions"
What a great start to any visit!
The very first title a customer or visitor sees underscores the firm's intention to make a positive impression.
I've been to a great many reception desks in my career. I've been greeted by armed guards, people engaged in personal telephone conversations while I stood waiting, empty desks and others staffed by individuals so ill informed they had no clue how to assist me. But I do not recall any other place where the stated (and displayed) intention was to make a positive first impression.
Moreover, the impression was followed up by LBA staff with prompt, courteous and competent Customer Service.
So here are five questions about your receptions area:
1. Are customers greeted in a warm and friendly atmosphere?
2. In there focused one to one attention?
3. Is the goal of reception to create a positive first impression?
4. Is training sufficient to meet customers' and visitors' needs?
5. Do you have a bowl on candy on the front desk? (Okay, not essential, but a simple and warm gesture.)
Answer these five questions in the affirmative and your first impression will DELIGHT CUSTOMERS!
Excellent example, Jim. And there's another lesson to be learned in your story - that little things (a candy bowl at front desk) can go a long way in maintaining loyal customers.
ReplyDeleteMy local vet sends my cats birthday cards. I get free coffee while waiting to be seated at my favorite brunch place.
These are not big-ticket items but rather genuine gestures that help strengthen my relationship with them.